TWIN ROI BENEFITS OF TUNING:

Increased Customer Satisfaction and Greater Savings
The business case for tuning has two financial outcomes; higher completion rates drive both more savings from existing infrastructure, and increase customer loyalty and profits.

Completion Rate and Savings
Better performing applications have higher completion rates, and with each call representing savings over a live operator, greater financial benefit is derived with no increase in investment. In the example below in Figure 1, completion rates from QuickFix and Tuning boost completion rates from 76% to 79% and 88% respectively, representing cost savings after deducting the tuning expense of $15,750 and $37,030 respectively. Increased savings enjoyed with no new capital investment.

Figure I – Greater Savings from Pre-existing Investment

. Direct Savings..........	. Un-tuned..........	AlphaCheck & QuickFix	. Tuning
Monthy Calls	300,000	300,000	300,000
Completion Rate	76%	79%	88%
Automated Calls	228,000	237,000	264,000
Savings per call	$1.75	$1.75	$1.75
Total savings	$399,000	$414,750	$461,970
Cost of tuning	—	$5,000	$30,000
Additional savings	—	+$15,750	+$37,030

Completion Rate, Caller Experience, and Customer Lifetime Value
A more compelling argument for tuning is a reduction in the number of failed calls and the associated customer dis-service. In Figure 2 tuning reduces failed calls from 90,000 to 63,000 for AlphaCheck, and 36,000 for Tuning. If on average a customer leaves the brand after 100 dis-service incidents, then the damage rate is 1%. With a life time value of $125 per customer, the cost in lost business from poor speech applications dwarfs the economic value of the system.

Figure II – Reduced Failed Calls Protects Customer Lifetime Value

. Direct Savings	. Un-tuned....	AlphaCheck & QuickFix	. Tuning
Customer LTV	$125	$125	$125
Damage Rate	1%	1%	1%
Damage Calls	90,000	63,000	36,000
Penalty	$112,500	$78,750	$45,000

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